IT Support Engineer
1 month ago
Job Title: Customer Support Engineer
Work Location: Arlington, VA 22201
Duration: Long-term contract with option to hire
Hours: Monday-Friday 8am-5pm
Education/Experience Required: High school Diploma
Job Description & Responsibilities:
- Providing Tier I level support of Ricoh products and services, including but not limited to:
- Operating system functionality
- Software installation and troubleshooting
- VoIP configuration and support
- E-mail configuration and support
- Mobile Device Management
- Malware/virus detection and removal
- Workstation and peripheral diagnostics and support
- Single user network access and troubleshooting
- Escalate customer issues through the proper channels.
- Open and manage cases according to defined severities and case priorities
- Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system.
Skills & Qualifications:
- Previous experience with ACDs/IVRs and Case Management systems a plus
- Active Directory, File and Printer Sharing, etc.
- Basic navigation of common mobile device platforms (iOS, Android, etc)
- Familiarity with (Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for those applications.
- Able to navigate and troubleshoot in a Mac OS environment is a plus
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